Assessment of Customer Relationship Management in Dashen Bank: Employee’s Perspective in Ethiopia

Abstract

Customer relationship management is the subjective comparison that customer make between the service that they want to receive and what they actually get. Customer satisfaction is an overall customer attitude towards a service provider or an emotional reaction to the difference what customer anticipation and what they receive regarding the fulfillment of some needs goals or desire. The general objective of the study was to assess customer relationship management dimension in Dashen Bank of Ethiopia to achieve the objective of this study, data was collected through questionnaire and interview from a sample of 95 bank customer and with manager. The researcher used both primary data collected through questionnaires and interview. The questionnaires were distributed customer of the bank and after drawing the inferences out of the data, the researcher forwarded some recommendations to the bank management.